On Site Customer Service Representative; Farmington

Call Center Professional

We are seeking dynamic Call Center Professionals to join our Call Center in Farmington, CT starting July 2026 and August 2026!

Our Call Center professionals provide telephonic customer service support to members, providers and facilities. Handle incoming inquiries through multiple contact channels and effectively and efficiently communicate resolutions to members' requests ensuring high First Contact Resolution. The Call Center team advocates for our members in the event there are issues and follows up with the members once the issues are resolved.

If you believe in extraordinary commitment to customer service, come join us!

*** All positions are on-site at 195 Scott Swamp Road, Farmington, CT 06302***

Essential Job Information:

• Must attend a 6 - 8 weeks onsite classroom training;
  Monday through Friday 9:30am to 6 pm
• After completion of training, must be available and flexible to work any shift within any of our operation hours of 8am- 8 pm including weekends
• Primarily sedentary

Compensation and Benefits:

• Hourly Pay Rate is $22.50
• We offer competitive health and wellness benefits

Job Responsibilities:

• Create a connection and develop rapport with members to provide outstanding personalized service.
• Identify customer needs and assist in providing complete resolution of customer concerns including claims, benefit and enrollment inquiries through health plan navigation and collaboration with other internal groups.
• Serve as an expert in Emblem Health products, services and technology platforms.
• Champion efforts to solve the members request on the initial call; provide follow up if not solved on the initial call.
• Inform and educate members on how to utilize self service capabilities and functionality with the portals and mobile application.
• Act as a scheduling agent, working in collaboration with the member, to ensure appointments are scheduled, as necessary.
• Proactively provide information and recommendations to maximize the customer experience: gather and provide feedback to stakeholders based on member feedback to further improve customer experience.

Qualifications:

• Bachelors' degree
• 1 – 2+ years of relevant, professional work experience required
• Healthcare experience including pharmacy background preferred
• Additional experience/specialized training may be considered in lieu of educational requirements required
• Proficient with MS Office (Word, Excel, Powerpoint, Teams, Outlook, etc.) required
• Strong customer service skills and the ability to empathize with the customer's perspective required
• Knowledge of health insurance industry required
• Strong communication skills (verbal, written, presentation, interpersonal) with all types/levels of audience required
• Ability to clearly and effectively convey information and concepts to customers required
• Dependability and adaptability required
• Commitment to quality and continuous improvement required
• Strong problem-solving skills to be applied to a wide array of business challenges required
• High level of proficiency all applicable systems and processes required